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Libraries

Policies and information

Explore all the key policies, guidelines, and essential information for using High Life Highland Libraries—from membership details and loan and stock policies to acceptable use rules, service standards, and available resources. Everything you need to make the most of your library experience is right here.

User policies and guides

A person selecting a book from a shelf

A guide to using Highland Libraries

A simple guide to joining the library, borrowing items and accessing services across Highland Libraries.

Padlock

Internet acceptable use policy

Read the library’s internet acceptable use policy and learn what’s expected when using our computers and Wi‑Fi.

Rows of colorful books on curved wooden shelves in a library.

Library and information service policy

Read the library and information service policy outlining how services are delivered, managed and supported.

Two library staff holding books with blue background and image graphics.

Display of posters and leaflets

A Guide to the display of posters, notices and leaflets in High Life Highland libraries

Five smartphones displayed side by side, each showing different screens from an e‑reading and library app, including book listings, loan information, reading views with highlighted text, and an audiobook playback screen.

HLH guest Wi-Fi acceptable use policy

Read the guest Wi‑Fi acceptable use policy outlining safe, responsible and fair use of library networks.

Open drawer of a wooden library card catalogue, labeled “He–Macc,” showing a row of typed catalogue cards.

Reference stock policy

Information about how library reference stock is selected, managed and updated.

Person using a laptop and mobile phone

High Life Highland libraries terms & policies

Read the key terms and policies that explain how High Life Highland library services operate.

Borrower charges

Person standing at a large office photocopier, using the touchscreen control panel. The photocopier lid is open, and the scene is set in a bright room with plants in the background.

Library charges

A list of Highland Libraries charges including audio book loans, photocopying and printing, inter library loans service and sales.

Open book on a wooden table with a person holding a cup of coffee.

Charges for lost and damaged items

Lost or damaged in‑print items are charged at full replacement cost; standard fees apply to items that are out of print.

Customer service excellence

Adult handing a colorful children’s book to a child in a library.

Customer charter

Libraries customer charter outline our commitment to providing a consistently high level of customer care.

How are we performing?

Information on the performance of High Life Highland libraries, including visitor statistics, and attendance at library activities.

An open book with its pages folded into a heart shape, with falling snowflake graphics and the words “Love Your Library” in bold purple text across the top.

You said we did

Improvements we have made based on customer feedback about our services.

A library staff member helps a visitor at a service desk, with bookshelves and computer areas visible in the bright, open library space.

Telephone mystery shopping

Libraries telephone mystery shopping report and action plan, part of our Customer Service Excellence standard process.

Non-user survey report

Report findings and action plan from HLH Libraries survey with non-service users conducted during March 2025.